TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Service level Call Center 40

TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Call Center Service level 40

CSM Magazine

FEBRUARY 21, 2024

This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.”

Average Handle Time 52

Average Handle Time Analytics Service level Technology 52

CSM Magazine

JANUARY 25, 2022

In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? The growth of digital platforms has merely increased complexity but not necessarily for the greater good.

Average Handle Time 52

Average Handle Time Analytics Metrics Service level 52

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Hodusoft

JUNE 7, 2024

Workforce Management Workforce management in a call center is all about ensuring the right amount of agents with the anticipated call volume to improve operational efficiency and service levels. It is a process that involves forecasting, scheduling, and real-time adjustments to ensure adequate staffing.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Hodusoft

AUGUST 8, 2024

The quote by China’s top entrepreneur Jack Ma is so relevant at a time when over a third of Gen Z respondents and more than a fifth of millennials believe most online stores and e-commerce websites aren’t trustworthy. The findings are from a survey published in Grand Rapids Magazine. It includes talk time as well as hold time.

Call Center 52

Call Center call center software Abandon Call Upselling 52